CareAdvantage Dual Eligible Special Needs Plan (D-SNP) 2027

Language Assistance Services

How to get an interpreter

If your provider or specialist does not speak your language, you have the right to request a qualified interpreter at no cost to you. You can get phone and video interpreters for all routine in-person and telemedicine visits. In special cases, you can request an in-person interpreter. Interpreter services are available in over 200 languages and American Sign Language (ASL).

Remember, it is not your responsibility to get your own interpreter. Your provider is required to get an interpreter for you if you request one. You can request an interpreter for any interaction that you have with your provider or HPSM staff.

Using a professional interpreter to translate for you instead of family or friends is better because they are:

• Experts at translating one language into another
• Trained to understand complex health information
• Required by law to keep everything you say private

Getting a phone or video interpreter for a language other than English

For in-person visits

If you need an interpreter, call your provider's office before your visit. Tell them you want a phone or video interpreter for your visit. Your provider will connect to the service during your visit.

For telemedicine visits

A telemedicine visit is when you talk with your provider over the phone or on a video call. To get an interpreter for a telemedicine visit, call your provider's office before your visit. Tell them you want a phone or video interpreter for your visit.

Follow these tips to prepare for your visit:

• For a phone visit with a phone interpreter, make sure that you have access to a phone with service in your home. 
• For a video visit with a video interpreter, make sure that you have access to a smartphone, tablet or computer in your home that has:
  • A video camera and microphone
  • A connection to your Wi-Fi or data plan
  • Chrome, Firefox or Safari web browser
  • Email or text service to recieve the secure link to join the video call

Getting interpreter services if you are deaf, deafened or hard of hearing

For phone visits/calls

• If you need to call a provider, HPSM or have a phone telemedicine visit, you can use California Relay Services.
  • Call 1-800-735-2929 or dial 7-1-1
  • For more information on California Relay Services, visit Relay Services | California Connect (caconnect.org)

For video telemedine visit

If you have a video telemedicine visit, call your provider’s office before your visit. Tell them you want video ASL interpreter for your visit. Make sure that you have access to a smartphone, tablet or computer in your home that has:

• A video camera and microphone
• A connection to your Wi-Fi or data plan
• Chrome, Firefox or Safari web browser
• Email or text service to recieve the secure link to join the video call

For in-person visits

ASL interpreters are available by video or in-person for in-person visits. IF you need an ASL interpreter, let your provider's office know before your visit. 

• For in-person visits, please let your provider's office know at least 5 business days before your appointment.

If you have trouble getting an interpreter for your visits

If for some reason, you request an interpreter and the provider does not provide one, please contact the CareAdvantage Unit.

How to get translated materials

HPSM provides all health plan written materials in English, Spanish, Chinese, and Tagalog. These are the four most common languages spoken in San Mateo County. If you need translated materials in another language, contact the CareAdvantage Unit:

CareAdvantage Unit

Toll free: 1-866-880-0606
Local: 650-616-2174
TTY: 1-800-735-2929 or dial 7-1-1

Phone hours: Monday–Sunday 8:00 a.m. to 8:00 p.m.
Office hours: Monday–Friday 8:00 a.m. to 4:00 p.m.
Email: CareAdvantageSupport@hpsm.org